Communications Officer

Starting Hiring Range: $53,234 - $61,625, annually

The Communications Officer is responsible for answering, prioritizing, and coordinating the dispatch of emergency and non-emergency calls for service coming into the Northern Ellis Emergency Dispatch (NEED) center. This role demands swift, calm, and clear communication during critical situations, relaying essential information to law enforcement, fire departments, and emergency medical services (EMS). Communication Officers must remain composed under pressure, make rapid decisions, assess situations accurately, and maintain effective communication throughout emergencies.

• Receive and assess emergency 911 calls, gathering essential information to determine the nature and location of the emergency.
• Prioritize and dispatch appropriate emergency response units, including police, fire, and EMS, based on urgency and resource availability.
• Provide emergency medical instructions to callers using approved emergency medical dispatch protocols when necessary.
• Monitor and update the status of responding units to ensure the safety of officers and the public.
• Utilize computer-aided dispatch (CAD) systems and other technology to track calls, manage information, and maintain detailed logs of all calls and actions.
• Communicate clearly and effectively with distressed callers, offering reassurance, support, and concise instructions.
• Handle multiple calls simultaneously, maintaining composure and efficiency in high-stress situations.
• Stay knowledgeable about geographic areas and jurisdictional boundaries.
• Collaborate with other dispatchers, emergency responders, and agencies to ensure coordinated and effective emergency responses.
• Adhere to departmental policies, procedures, and protocols to maintain consistency and service quality.
• Appear and testify in court when required.
• Performs other duties as assigned.

High school diploma or GED equivalent, is required.

Prior experience as a 911 dispatcher or similar role is preferred.

• Ability to communicate in a clear, effective, and concise manner, both orally and in writing.
• Ability to actively listen and record conveyed information accurately.
• Ability to exercise good judgment and make sound decisions under high stress.
• Skilled in effectively communicating with and elicit information from distraught and irate individuals.
• Knowledge and ability to utilize computers and applicable software on a daily basis including: Microsoft Office, Microsoft Outlook, CRIMES CAD system, Solacom, Priority Dispatch software system, and Openfox.
• Ability to follow instructions, safety practices, procedures, and perform work accurately and thoroughly which requires performing multiple tasks simultaneously under time pressures, intense stress, and deadlines.
• Knowledge of and ability to correctly interpret specific practices, requirements, policies, and procedures, to include: TCOLE licensing rules; Federal, State, and City laws, regulations, guidelines, policies, and procedures; and police practices and services.
• Strong attention to detail with the ability to maintain accurate and thorough records.
• High level of integrity, professionalism, and commitment to public service.
• Ability to establish and maintain effective and harmonious working relationships with individuals from diverse backgrounds.
• Ability to appear and testify in Court.
• Ability to work various shifts, including nights, weekends, and holidays.
• Ability to be punctual and attend work regularly.

Must be at least 18 years of age. a U.S. citizen, and meet all other required licensing standards.

Must attend all required trainings.

Must be able to pass a comprehensive background check, CJIS and fingerprint check, and have the ability to comply with state and federal requirements for criminal justice information security standards.

Ability to work a variety of shifts as assigned, including days, evenings, nights, weekends, and holidays.

Ability to respond, for any critical incident, manmade or natural.

This position is classified as a safety-sensitive position and is subject to random drug and alcohol testing during the course of employment.

This position requires an elevated level of confidentiality. You must be able to preserve the integrity of authorized access and disclosure, including means for protecting personal privacy and the integrity of on-going criminal investigations.

TCOLE Telecommunicator license is required, or must be obtained within twelve (12) months of employment, and must be maintained during the course of employment

TCIC/NCIC full access certification is required, or must be obtained within six (6) months of employment, and must be maintained during the course of employment

Must possess and maintain a valid driver’s license with acceptable driving record as established by the City of Midlothian driving standards.

Works primarily in climate-controlled office environment; physical demands are sedentary in nature; sitting and wearing headset for long periods of time; work performed causes fatigue of eyes, fingers, wrists, arms, and other facilities because of continuous use of motor senses. Must be able to maintain alert motor functions at all times during work shift. Must be able to self-regulate while working in a high-stress environment with exposure to traumatic situations.